Applies to: Toast POS, Toast Web
Permissions needed:
3.23 Find Checks — to find the check on the POS or in Toast Web
3.32 Void / Refund Payments (Limited to Same Day Only) — to open the Voided payments report in Toast Web
What you'll accomplish: You will give your guest a receipt that shows their payment was voided.
Symptom | Most Common Cause | Quick Fix |
No receipt printed after voiding a payment | The void was still processing, so the receipt did not print automatically | Wait about 10 seconds, then print the receipt from Find Checks & Issue Refund on the POS |
You selected Print on the receipt prompt after the void, but nothing printed | The void had not finished processing when you selected Print | Wait about 10 seconds, then print the receipt from Find Checks & Issue Refund on the POS or from Toast Web |
The receipt printed but does not show the voided payment | The receipt was printed from the check's regular receipt options | Print the receipt from Find Checks & Issue Refund on the POS or from the Voided payments report in Toast Web |
A guest needs proof of a void from a previous day | The check is no longer easy to find on the POS | Use the Voided payments report in Toast Web with a custom date range |
A void receipt prints automatically only when the void finishes processing right away. If processing takes longer, no receipt prints. This is expected behavior.
Toast works this way for two reasons:
Your servers don't have to wait at the POS while the void finishes processing
A receipt never prints for a void that didn't go through, which avoids confusion for you and your guest
If a void receipt did not print automatically:
Wait about 10 seconds for the void to finish processing
Print the receipt from the POS or from Toast Web, using the steps in the sections below
Note: You don't need to void the payment again. Check the Voided payments report in Toast Web to confirm the void went through.
Use Find Checks & Issue Refund to print, email, or text a void receipt from the Toast POS.
On the POS, navigate to Manager Activities > Find Checks & Issue Refund.
Search for the check by Check Number, or select Advanced Search to search by date, amount, or employee.
Select the check.
Select Actions, and then select Print Receipt. To send the receipt instead, select Email Receipt or Text Receipt.
Expected outcome: The void receipt prints at your receipt printer, or it is sent to the email address or phone number you entered.
Use the Voided payments report to show, email, or text a void receipt from any computer. This method also works for voids from a previous day.
In Toast Web, navigate to Reports > Cash and loss management > Voided payments.
Set your report parameters, such as the date range, employee, and payment type, and then select Update.
Locate the voided payment in the report.
Select the receipt link in the row for the voided payment, and then select Text, Email, or Show.
If you selected Show, the receipt opens in a new browser tab. Use your browser's print function to print the receipt.
Expected outcome: The void receipt prints from your browser, or it is sent to your guest by text or email.
Note: Toast Web doesn't have its own print button for void receipts. If the receipt doesn't open in a new tab, allow pop-ups for Toast Web in your browser settings and try again.
A receipt printed from the check's regular receipt options in the Payment Terminal may not show the voided payment.
If the receipt doesn't show the voided payment:
Print the receipt from Find Checks & Issue Refund on the POS
If that receipt also doesn't show the voided payment, open the receipt from the Voided payments report in Toast Web
If none of these receipts show the voided payment:
Contact Toast Customer Care
Have the check number, the date and time of the void, and the payment type ready
What is a void receipt?
A void receipt is a receipt that shows a guest's payment was voided. It is separate from the regular check receipt. Guests often ask for one as proof that a payment was voided, for example when they switch to a different payment method.
Also asked as:
Voided payment receipt?
Receipt for a void?
Proof the charge was voided?
Why aren't my void receipts printing?
Void receipts don't print automatically when the void doesn't finish processing right away. A void receipt prints automatically only when the void processes immediately. Wait about 10 seconds, and then print the receipt from Find Checks & Issue Refund on the POS or from Toast Web.
Also asked as:
Voided payment receipt not printing?
Void receipt won't print?
Receipt doesn't print when I void a payment?
Why is the check still open after I voided the payment?
The check stays open after you void a payment because voiding a payment removes only the payment. The items stay on the check, so the check still has a balance due. Your guest can pay with a different payment method, or you can void the entire order. See Void Items, Payments, and Checks.
Can I get a void receipt for a void from a previous day?
You can get a void receipt for a void from a previous day by using the Voided payments report in Toast Web. Select a custom date range in the report, and then open the receipt for the voided payment. See If You Need a Void Receipt From Toast Web.